Account Manager

The main objective of the Key Account Manager is to act as a bridge between the Customer and Crystal staff and suppliers including ground and Management. The Account Manager will maintain and expand relationships with important clients and will work closely with various business departments in order to maintain and further develop the relationships with the key accounts. The Account Manager will be responsible for the achievement of KPI’s for the operations field team and work strategically with the SMT to execute the delivery of profitable contracts.

Duties and Responsibilities:

1. Account Management: The Account Manager will be tasked primarily with managing and maintaining the key client accounts. You will be responsible for assessing, clarifying, and validating the customer needs on an ongoing basis, maintaining high customer satisfaction ratings that are up to the business’s standards. In this position, the Account Manager leads solution development for the identified improvement areas, coordinating involvement of any relevant business personnel.
2. In conjunction with senior management, the Account Manager will also take part in the strategic account planning process in which departmental financial targets, performance objectives, account management standards, and critical milestones over specific periods of time are decided upon.
3. Ensure all the projects (daily cleaning, deep cleaning) are profitable and prepare and submit monthly project report with analysis.
4. Responsible for all projects generating positive cashflow available to be reinvested in the provision of high-quality services to our customers and generate yearly budget and submit monthly budget and management report for every month.
5. Effective management and development of the operations team to ensure the delivery of the quality and cashflow objectives.
6. Carry out regular site visits and encourage Operation teams with their efforts, support them, and build relationships with Customers and operation team and be responsible for training the operation team.
7. Carry out Health & Safety checks and equipment checks on systems maintaining regular certification and validation to meet standards.
8. Work with finance team to provide information on staff hours, suppliers queries and any HR issues affecting the contract performance in agreement with the Customer.
9. Input on costing and pricing from Site Visits to help bid team prepare their response.

Analytics: The Account Manager will also play an analytical role where he/she will prepare detailed proposals/quotes depending on each consumer’s requirements. The Account Manager will also review target achievement and create reports for senior management, which will facilitate the creation of informed account management decision-making and strategy formulation. In this position he/she will also prepare pricing documentation for the business’s products/services and secure appropriate approval from senior management prior to sending commercial proposals to key accounts.

Collaboration: The role is also collaborative, the Account Manager will closely work with the customer support and accounts departments in an effort to meet account performance objectives as well as the key accounts’ expectations through complimentary cross-functional efforts. The Account Manager will also work closely with operations management teams in the service delivery and execution of new accounts and customer liaison and feedback regularly to report to senior team, to include accounts of financial requirements and meet with account management standards.

Other Duties: The Account Manager will handle related duties as are necessary for the proper management of key accounts and duties assigned to him by the Senior Management team at Crystal FM.

Communication Skills: Communication skills are a major requirement of this position. The Account Manager is tasked with handling high-value business clients and should, therefore, be able to consistently address those consumer concerns while offering clear, concise, and understandable responses to their prompts. These skills are also necessary in the drafting of reports that she presents to senior account management for decision making and strategy formulation.

Interpersonal Skills: The Account Manager must be a committed and goal-oriented individual, be consumer/service-oriented, have a positive can-do attitude, be comfortable working in a fast-paced environment, be a calm and patient individual who is able to accommodate difficult customers, work comfortably in a fast-paced and highly competitive business environment, be highly adaptable to change, and demonstrate composure under pressure and uncertainty.

People Skills: People skills are also necessary for the position. People skills will enable the Account Manager to establish strong and meaningful connections with consumers on behalf of the business, which will lead to their inclination to keep bringing their business to the organization. In addition, great people skills will enable the Account Manager to pull in additional key accounts and, therefore, expand the business’s customer base and sales volume in the process.

Basic Support for Staff and Finance:

1. Collect submission of working hours in excel from Suppliers and Ops teams for fortnightly payroll clearly showing working hours, holiday booked, bank holiday, and sick days.
2. Work with Ops teams to ensure all staff are DBS checked and compliant including uniform checks.
3. To carry out recruitment and place adverts to screen and interview candidates when needed.
4. Completing the HR process like disciplinary, appraisal, redundancy, TUPE with the support of Peninsula and Finance team.
5. Help the Ops teams with the materials and equipment that are on the budget and record usage of the existing inventories.
6. Regular site visits to staff and customers.
7. To contribute to the company’s staff incentive processes, bonus schemes, rewarding and appreciating staff, carrying out regular appraisals and supporting staff with identified potential to realise and achieve their full potential within the company.

Experience: Required
Languages: English – Advanced
Employment: Full-time
Schedule: Mon - Friday
Salary: £35,000 – £40,000 yearly
Starting time: Immediate start!

About Crystal Facilities Management:
Crystal Facilities Management has been established for 17 years, delivering Nationwide into the public and private sector offering a range of FM Services such as Cleaning/Security/Maintenance.